System and method for conversational commerce online

ABSTRACT

This disclosure relates generally to a system and method for creating computer-generated conversational commerce. A conversational AI interacts with a human being and guides that human being through a virtual interaction while communicating and humanizing the interaction. A user makes a request, whether through voice or through typing at the computer, and the system interprets that request while making additional, natural communications with the user, such as suggesting additional items, asking additional questions to gain more information when needed, and learning from interactions. The AI simulates a human being on the website, responding to the user, and asks for additional information, as if a user were actually at a brick-and-mortar store interacting with a salesperson.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application claims the benefit of US Provisional Application No.62/823,453, filed Mar. 25, 2019, which is hereby incorporated byreference herein in its entirety, including but not limited to thoseportions that specifically appear hereinafter, the incorporation byreference being made with the following exception: In the event that anyportion of the above-referenced provisional application is inconsistentwith this application, this application supersedes said above-referencedprovisional application.

STATEMENT REGARDING FEDERALLY SPONSORED RESEARCH AND DEVELOPMENT

Not Applicable.

BACKGROUND

This disclosure relates generally to a system and method for creatingconversational commerce through a computerized device, such as acomputer, cellular phone, tablet, or other similar device, as well asvoice-activated services.

Throughout history humans have used conversation as a means for enactingcommerce. A human being would generally go to a store and could speak toanother person and discuss the purchases he or she was going to make.That person could ask for help, ask for the details of particular items,and generally work together with a salesperson to successfully completea mutually satisfying purchase. In addition, a salesperson could givesuggestions to customers and help them with additional informationregarding the items they intended to buy. The instant invention involvesa system and method to pursue commerce in a similar manner, but throughan artificial intelligence (AI), allowing numerous customers to havesuch an experience without significantly increasing the number ofemployees required to provide the experience.

On the Internet today, commerce more closely resembles a catalogueexperience. Potential buyers search a long list of items, helped byvarying search technology, but still must sort through a long list ofitems by simply looking at each item and the information about it. Whatthey lack is a knowledgeable “salesperson” who can listen to what theyare asking for and help them make decisions regarding the product, tellthem additional information they may find useful, and create anexperience tailored to each individual user, as a human being can do forthem. In many cases, the volume of online commerce prohibits having ahuman being provide a thoughtful, tailored approach for everyindividual. This invention aims to remedy that situation by creating aconversational AI that can learn and tailor each situation to theindividual with whom it is interacting.

The features and advantages of the disclosure will be set forth in thedescription that follows, and in part will be apparent from thedescription, or may be learned by the practice of the disclosure withoutundue experimentation. The features and advantages of the disclosure maybe realized and obtained by means of the instruments and combinationsparticularly pointed out herein.

SUMMARY OF THE DISCLOSURE

A purpose of the instant disclosure is to create a conversationalartificial intelligence (AI) capable of interacting with a human beingthrough conversational user interfaces (UIs) such as chat, voice, andsocial media. The conversational AI is capable of guiding a human beingthrough a virtual interaction while communicating and humanizing theinteraction. Ideally a person would be able to make a request, whetherthrough voice or through typing at the computer, phone, tablet, orvoice-activated service, and have the system interpret that requestwhile making additional, natural communications with the person, such assuggesting additional items, asking additional questions to gain moreinformation when needed, and learning from interactions. The AIsimulates a human being on the website, responding to the user, and asksfor additional information, as if a person were actually at abrick-and-mortar store interacting with a salesperson. In addition, theAI uses machine learning capabilities to become more familiar with anindividual and better help that person, as if the person has anindividual salesperson for them which never changes throughout variousinteractions.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a chart showing the connections between different systems forconversational commerce to take place.

FIG. 2 is a chart showing methods by which the AI program can interactwith a user.

FIG. 3 is chart showing a method for configuring and training anartificial intelligence to work with a user for retail purchase.

FIG. 4 is a chart showing sources of data for establishing aconversational commerce system with an artificial intelligence.

DETAILED DESCRIPTION

For the purposes of promoting an understanding of the principles inaccordance with this disclosure, reference will now be made toillustrative embodiments of the invention. It will nevertheless beunderstood that no limitation of the scope of the disclosure is therebyintended. Any alterations and further modifications of the inventivefeatures illustrated herein, and any additional applications of theprinciples of the disclosure as illustrated herein, which would normallyoccur to one skilled in the relevant art and having possession of thisdisclosure, are to be considered within the scope of the disclosureclaimed.

Before the devices, systems, processes and methods will be disclosed anddescribed, it is to be understood that this disclosure is not limited tothe particular configurations, process steps, and materials disclosedherein, as such configurations, process steps, and materials may varysomewhat. It is also to be understood that the terminology employedherein is used for the purpose of describing particular illustrativeembodiments only and is not intended to be limiting since the scope ofthe disclosure will be limited only by the appended claims andequivalents thereof.

In describing and claiming the subject matter of the disclosure, thefollowing terminology will be used in accordance with the definitionsset out below.

It must be noted that, as used in this specification and the appendedclaims, the singular forms “a”, “an”, and “the” include plural referentsunless the context clearly dictates otherwise.

As used herein, the terms “comprising,” “including,” “containing,”“characterized by,” “having” and grammatical equivalents thereof areinclusive or open-ended terms that do not exclude additional, unrecitedelements or method steps.

As used herein, a “bot” (short for “robot”) is an automated program thatruns over the Internet. As is known in the art, some bots runautomatically, while others only execute commands when they receivespecific input. See https://techterms.com/definition/bot. As usedherein, “artificial intelligence” or “AI” is the ability of a computerto act like a human being and/or a program designed to do so. Seehttps://techterms.com/definition/artificial intelligence.

A system and method for creating an Artificial Intelligence forconversational commerce is provided. The system includes an AI trainedusing machine-learning algorithms, as known in the art, to develop aconversational strategy. FIG. 1 is a block diagram showing the systemincluding the conversational artificial intelligence. The AI is trainedusing machine-learning algorithms and natural language processing. Ininitial stages, the machine is trained so that it may interact withhuman beings on a website as a salesperson or customer servicerepresentative might. The program may be stored in whatever medium isappropriate, though it is designed to be interacted with through theInternet 102. As such, the AI may comprise a device 101 containing amemory storage that contains the program. This device is connected tothe Internet by any means known in the art. Thus any device that isconnected to the Internet can access the AI, including, withoutlimitation, a cellular telephone 103, a computer 104, a tablet 105, andother devices capable of accessing an internet connection 106. The AIalso comprises on-site storage and memory 107 that allow the AI to learnand interact with each individual user. Therefore when a user accessesthe AI, whether through a website, SMS, FACEBOOK, APPLE SIRI, or anothermeans, it is capable of interacting with the user. The system alsocomprises means known in the art to store previous information that hasbeen accessed and information about the user 107. This information maybe identified to each unique user through appropriate means known in theart, such as the use of a login for a particular user, through storageof identifying information on a particular device, or through the use ofany other means of identifying a user and storing the user'spreferences. The AI is also programmed to learn and become morepersonalized to an individual user the more it interacts with that user.As an example, it may learn the user's styles, preferences, how the userprefers to interact, and other individual information that helps itbetter serve a user's needs.

The system also comprises an access device through which the usercommunicates with the AI. FIG. 2 shows the methods by which the AIprogram can interact with a user. The AI 201 interacts with the userthrough an omnichannel interface, which also comprises a means for theAI to recognize how the user is accessing it. As such the access devicemay comprise any type of device that has a connection to the server onwhich the AI is stored. A user can access the AI using a variety ofdevices and channels. For example, the user could access the artificialintelligence through the website of the company 202. This could be donethrough the messenger provided on the website to communicate with the AI203. In addition, the user could communicate via text message 205, orvia an independent messenger application to which the AI is available,such as FACEBOOK MESSENGER, or other social media 206. Anotherembodiment of the device comprises a voice interface, which can compriseboth an original voice interface on the system's website 204, or acommercially available voice interface 207. The AI is configured torecognize the type of communication and respond accordingly andappropriately. For example, when asked a question via a voice interfaceapplication, the AI can recognize the type of communication and respondby providing information so that the voice interface application canprovide the answer. The AI is trained to recognize the appropriate typeof response by machine learning systems. As an example, when asked if apackage had been shipped, the AI could respond with a voicecommunication that the package has been shipped and follow up with anemail or text message communication showing the tracking number of thepackage and more detailed information. The AI uses natural languageprocessing and machine learning to apply information and develop whattype of response is most appropriate.

The system may employ human beings who can monitor the AI's interactionswith individual customers and elect to take over the conversation fromthe AI if at some point there is a failure of the conversational AI 108(FIG. 1). However, the system is designed such that the AI can usemachine learning algorithms as known in the art to use the ways in whichthe human being responds to the needs of the customer to learn andincorporate those responses into the programming. As such, the AI maycontinue to incorporate better responses into its system.

The system may also incorporate a sentiment analysis capability 109(FIG. 1) that uses sentiment analysis to evaluate the conversation anddetermine at what point a human being should step in. The system mayalso incorporate the sentiment analysis by using it to improve theconversation before making the choice to transfer the conversation to ahuman. For example, if the user expresses displeasure over the color ofan item, it could use sentiment analysis to suggest better color optionsand, if that does not solve the issue, then a transfer to a human couldbe made.

In addition, the system can comprise an omnipresence technology, whichrequires a means to recognize what user is communicating with the AIfrom whatever platform the user might be using, as seen in FIG. 1, ref107. As such, information about communications that have taken place arestored on a memory in a device that is accessible to all access devicesa user might use. With the omnipresence system, when a user communicateswith the system via email, that conversation will be stored andaccessible to the AI to draw on for information when the user accessesthe AI via text message or the messenger on the website. The informationcan also be accessible to the user of the device. For example, a usercould have a communication via a text message at one point and later goonto the messenger interface online and receive the information throughthat interface simply by asking for the information previously given.

In one illustrative embodiment of the invention, the system alsocomprises a website stored in the memory of a server that can beaccessed by the AI. The AI communicates with the website and displaysthe information a user requests and that is related to the conversationbeing had. At any point a user can access further information on thedisplayed items by clicking on them and following the links to theinformation on those items. However, the user can also interact with thesite entirely through the AI, including checking order status andcompleting purchases. Current e-commerce websites involve interaction ofa user with an electronic catalog, whereas the instant invention isbuilt around a conversation, products, personalization, and checkout.

In another illustrative embodiment, the AI can be configured to workwith a user for retail purchases. FIG. 3 shows a method for configuringand training an artificial intelligence to work with a user for retailpurchase. In step 301, the AI is trained using machine learningtechniques to interact through conversations with a user. Aftertraining, the use and interaction occurs. At this stage, a communicationis received 302. This communication may comprise a number of possibletypes of communications, as shown in FIG. 2. For example, a user mayaccess the website and use the messenger/search application (app) to aska question. A user might also send a text message, an email, send amessage via a messenger app, use a voice enabled communication method,or use another method of communication that the AI has been connectedto. After receiving a communication, the AI evaluates 303 thecommunication and the user, and based on the machine learning training,the data it has on the user, and the method of communication, formulatesa response 304. This evaluation may include identifying the user. Thisidentification can depend on the method used to communicate. Forexample, in a computer interaction, the user may be identified throughlogging in, while in a communication via email or text message, theuser's known email or phone number may serve as the identification. Anymethod known in the art may be used to identify the user, and indeed,the method may vary with the method of communication. The AI thenformulates an appropriate response. This appropriate response would bebased on the machine learning of the AI and the type of request, andcould include a simple response 306, but more often would includeinitiating a conversation with the user 305 based on the training of theparticular AI and the information it has on a user. This conversationcan include asking for further information to help the user complete asatisfying purchase, and can also be based on the previous interactionswith the user. For example, if a user communicating through the website(whether by voice or messenger) expresses a desire for a pillow, the AImight ask “what kind of pillow?” Further questions could narrow down thesearch to something specific, such as a throw pillow with a plaid cover.However, if the AI had information that the user had purchased a couchfrom the same website the week before, it might start by asking, “Isthis to go with the couch you purchased last week?” or simply by showinga variety of throw pillows. The conversational path may vary based onthe conversational training received by the AI and the user's expressedpreferences and desires. On the other hand, if a user simply requests toknow when his/her package will ship, the AI may simply evaluate theidentity of the user and state when the package has shipped. A responsemay include multiple means of communication, for example, in the case ofa package, the AI may state the shipping date and offer to email furtherinformation, such as a link to track the shipment.

In addition, the method may comprise analyzing the conversation betweenthe AI and the user with a sentiment analysis program 307 that analyzeshow the user is feeling and determines when the user is not satisfiedwith the interaction with the system based upon the interactions takingplace. The system allows for a human supervisor to take the place of theAI in the communication with the user and help the user with the tasksthe AI could not do 308, or in a way the AI could not do. The systemprovides the supervisor with the complete history of the interaction,and records the human-to-human interaction for future machine learningtraining purposes.

During any interaction, the interaction can be recorded and used foradditional machine learning training to further refine and improve onthe AI's capabilities for conversational commerce 309. The AI mayincorporate information from both the conversations it participates in,and from conversations that take place between the supervisor and theuser because the AI could not complete the requests. During thehuman-to-human interaction, information regarding the communicationsbetween the supervisor and the user is saved and used in further levelsof training for the AI 309, thus allowing the AI to incorporateinformation from conversations that it does not actively participate in.This information can be used to train the AI's responses in the future.In addition, information from successful interactions between the AI andthe user can be incorporated into additional machine learning trainingfor the AI.

In addition to the above points, the system may be built along a“plug-and-play” model, allowing other users to integrate with the AI.The system can be designed so that anyone can use it as a base forfurther development and it can become a base for additional platforms inthe future. The system can also be designed so that it can be adopted toa single company's needs, forming the basis for a communicationinterface based on a number of topics.

An additional illustrative embodiment comprises a method for conductingconversational commerce online through a computerized, automated method.This system comprises training an AI through machine learning algorithmsinclude natural language processing. The AI is programmed with thisinformation and receives information about the website it is hosting.The user then communicates with the AI in a conversational style, muchas a person would when purchasing an item at a standard physical storeand communicating with the clerk. The AI can then respond by asking foradditional information, and then directs the user to the information orproducts that the user desires. In one application of the method asupervisor can communicate with the user in place of the AI, such aswhen the AI is having difficulty with a particular interaction.

Another application of the method comprises the AI exercisingmachine-learning capabilities so as to develop its conversationalabilities, helping a user feel more comfortable as the user can usernatural language patterns to communicate.

An additional embodiment of the system is shown in FIG. 4, demonstratingthe sources of data collected for establishing a conversational commercesystem with an artificial intelligence. A consumer's identity 401 isestablished using the consumer's experiences over the web. In thissystem, the information stored about a user (ref 107, FIG. 1) iscollected from a variety of sources including the internet and cookies402, the specific website to which the artificial intelligence isattached 403, instant messages 404, social media 405, GOOGLE and othersearch sites that collect data 406, and other data collection methods407. These sources are included in the information about a user 408 andcan be incorporated into the conversations initiated by the artificialintelligence while it is responding to a request. This information isused through computer operations that analyze the information, and theinformation is then used by the trained AI when interacting with aspecific user.

What is claimed is:
 1. A system for conducting conversational commerceonline, comprising: non-transitory computer memory having websiteprogram instructions stored within; non-transitory computer memoryhaving an artificial intelligence (AI) program stored within, wherein atleast one machine learning algorithm is provided for training theartificial intelligence program in communication, personalization toparticular users, and providing customer service, the artificialintelligence program having been trained using machine learning tocommunicate with users; wherein the artificial intelligence programidentifies each of the users upon receiving a communication andformulates an appropriate response based on the content of the request,the identity of each of the users, the information collected from eachof the users' experiences over the web, the content of thecommunication, and the application of the results of the at least onemachine learning algorithm; a server connected to the Internet, whereinthe server contains programming directing the system to use theartificial intelligence program for interactions with the users; whereinthe server contains programming directing the system to identify theusers and store information collected from the users' experiences overthe web, wherein said information is collected from sources including atleast one of: cookies, information from users' profiles on the website,instant messages, social media, search engines that collect data, andother available data collection methods; wherein the server applies theat least one machine learning algorithm to do at least one of thefollowing: improve the artificial intelligence program's communication,personalize the artificial intelligence program's response to each ofthe users, and improve the artificial intelligence program's responsesto users' requests; and one or more access devices, each devicecomprising a user interface to access the artificial intelligenceprogram, wherein the artificial intelligence program interacts withusers.
 2. The system of claim 1 further comprising a second interface;the second interface configured for a human supervisor to communicatewith the system, allowing the human supervisor to take overcommunication with the users from the computer.
 3. The system of claim 1wherein the website program instructions are configured for the purchaseof goods and the artificial intelligence program (AI) aids the users inmaking purchases.
 4. The system of claim 1 wherein the one or moreaccess devices comprise a personal computer.
 5. The system of claim 1wherein the one or more access devices comprise a cellular telephone. 6.The system of claim 1 wherein the artificial intelligence programcommunicates with users through text message.
 7. The system of claim 1wherein the one or more access devices comprise a vocal communicationdevice to communicate with the users through vocal contact.
 8. Thesystem of claim 1 wherein the artificial intelligence programcommunicates with the users via a messenger application on a computer.9. The system of claim 1 wherein the artificial intelligence programcomprises instructions to introduce additional information to the users,wherein said information comprises information about products, requestsfor additional information, or other information based on informationstored about the users.
 10. A method for conducting conversationalcommerce online using an artificial intelligence, the method comprising:training the artificial intelligence to interact with a user throughconversation by using machine learning; connecting the artificialintelligence to a website to use for conversational commerce while theartificial intelligence can access all information about the website forcustomer assistance; connecting the artificial intelligence to an accessdevice through the Internet, allowing the user to interact with theartificial intelligence; training the artificial intelligence toidentify the user of the website; storing information collected from avariety of sources on the user's experiences over the web, wherein saidinformation includes at least one of: information from cookies,information from a user profile on the website, instant messages, socialmedia, search engines that collect data, and other available datacollection methods; training the artificial intelligence to formulate anappropriate response to the user's request based on the content of therequest, the user's identity, the information collected from the user'sexperiences over the web, the content of the communication, and theapplication of the results of at least one machine learning algorithm;applying at least one machine learning algorithm to do at least one ofthe following: improve the artificial intelligence program'scommunication, personalize the artificial intelligence program'sresponse to the user, and improve the artificial intelligence program'sresponses to the user's requests.
 11. The method of claim 10 alsocomprising enabling the artificial intelligence program to communicatewith the user through one or more methods comprising email, voicecommunication, text-based communication through computer chat, and textmessaging by phone.
 12. The method of claim 10 also comprisingcollecting data from any conversation of the artificial intelligencewith the user and using these data to continually train the artificialintelligence using machine learning strategies.
 13. The method of claim12 also comprising a human supervisor monitoring an interaction betweenthe artificial intelligence and the user and entering the conversationwith the user.
 14. The method of claim 10 also comprising enabling theartificial intelligence to recognize the user and adapt interactions tothe user.
 15. The method of claim 14 wherein the artificial intelligencerecognizes the user through the user's username and passwordcommunicated to the website from the access device.
 16. The method ofclaim 14 wherein the artificial intelligence recognizes the user throughidentifying biometric information collected by the access device andcommunicated to the website.
 17. The method of claim 14 wherein theartificial intelligence recognizes the user through identification ofthe access device the user is using to communicate.
 18. The method ofclaim 17 wherein the access device is a smartphone.